System and method for voice activated signaling

ABSTRACT

A system for facilitating communications with an automated response system includes a database for storing an address book entry. The address book entry includes a location name and contact number for a location that employs an automated response platform that does not accept voice commands. The address book entry also includes at least one stored voice command related to a navigation command of the automated response platform and one stored associated assigned keystroke for the command. A voice response signal digital signal processor receives a voice input from a user corresponding to the stored voice command. A telephonic signal generator is included, such that when the user utters the voice input corresponding to the stored voice command, the system recalls the stored associated assigned keystroke and delivers a signal corresponding to the keystroke as a telephonic signal to the automated response platform.

RELATED APPLICATION

This application is a continuation of U.S. patent application Ser. No.11/506,151, filed on Aug. 17, 2006 now U.S. Pat. No. 7,929,671, which inturn claims the benefit of priority from U.S. Provisional PatentApplication No. 60/709,468, filed on Aug. 17, 2005, the entirety ofwhich are incorporated herein by reference.

FIELD OF THE INVENTION

The present invention relates to facilitating use of automated responsetelephonic communication systems. More particularly, the presentinvention relates to facilitating navigation of automated responsetelephonic communication systems using voice commands.

BACKGROUND

In standard telephony communications, in addition to the signals (DTMFDual Tone Multi-Frequency signaling) transmitted during call originationsuch as the destination phone number and call termination signal(on-hook signal), a user may also wish to transmit signals to adestination while the call or communication session is in a stable“talking” state. A common example in which such in-call signaling iscommonly used is communication with an automated response system, suchas a voice mail system, call routing system, financial accountinformation system, etc.

In such automated response systems, typical conventional hierarchicalmenus are employed such as menus used in a bank's automated accountinformation system. For example, upon dialing the bank's phone number toreach the automated account information system, a user may press the“1,” “2,” or “3” key to check their balance, withdrawals, or deposits,respectively. When a user presses a key, a DTMF signaling message istransmitted to the bank's automated account information system where itis interpreted and compared against a list of recognized requests basedon the user's current position within the menu. If the automated accountinformation system detects a match, then the requested function isperformed.

Because of the hierarchical nature of the account functions menu, a usermay have to remember a sequence of keystrokes to perform some functions.For example, to check all ATM withdrawals the user must press “2,” “2,”and “2” sequentially. In another example, if the user then wishes tocheck all direct deposits, the user must press “a,” “3,” “2,” and “3.”These sequences may be difficult for a user to remember causing the userto rely upon automated voice prompts to recite the keystrokes forvarious options, which may be time consuming. Furthermore in many mobileenvironments, particularly hands free (driving) situations, pressing thekeys can be even more difficult as it requires added attention.

Speech or voice recognition (VR) technology, which has been used incomputer applications such as word processing, may also be used intelephony devices and systems. A communication terminal such as amobile/wireless phone, wireline phone, etc. . . . , may include afeature that provides for certain voice-activated commands (VACs) toperform call origination and termination functionality. This isparticularly true in the hands free mobile environment.

For example, a user may speak the command “call John,” which is thenprocessed by the VR hardware and/or software in the communicationterminal and translated into an instruction to dial a phone numberassociated with the label “John.” Similarly, a user may speak thecommand “hang up,” which, after processing by the VR hardware and/orsoftware, is translated into an instruction to disconnect from thecurrent communication session (an on-hook signal).

However, traditional automated response systems using in-call DTMFsignaling to navigate their various menus do not also accept VRcommands.

OBJECTS AND SUMMARY

It is the object of the present invention to provide a system and methodwhereby VR technology can be used to facilitate the transmission ofpredefined navigation signals during a stable phone call orcommunication session.

Thus, according to the present invention information is transmitted to adestination by associating a voice command with the destination andassociating a signaling message with the voice command. Afterestablishing communication with the destination, speech input that isreceived from a user is interpreted and compared with the voice commandto determine if there is a match. If the speech input matches the voicecommand, then the menu navigation signaling message associated with thevoice command is transmitted to the destination.

In such an arrangement, the user is relieved of the burden of having toremember the keystrokes to perform a specific operation or function byembedding the signal(s) corresponding to the operation in the signalingmessage. Moreover, because the signaling message is associated with thevoice command and the destination, the same voice command may be used toperform an operation on more than one destination.

For example, a user may have multiple bank accounts such that when afirst bank is called, speaking the command “balance” results in a firstsignaling message (e.g., a specific key sequence) being transmitted tothe first bank's automated account information system. Likewise, when asecond bank is called, speaking the command “balance” results in asecond signaling message, different from the first signaling message,being transmitted to the second bank's automated account informationsystem.

The present invention, therefore, allows a user to conveniently verballyissue DTMF commands while a call is in progress. More specifically, inaccordance with an exemplary embodiment, one or more user defined spokencommand words are associated with signaling messages, each having a DTMFsignal or sequence thereof, such that the signaling messages arecontext-sensitive with regard to the number or destination dialed.Advantageously, the present invention allows a user to use a consistentset of spoken command words to communicate with a variety of differentautomated response systems.

To this end, the present invention provides for a system forfacilitating communications with an automated response system includes adatabase for storing an address book entry. The address book entryincludes a location name and contact number for a location that employsan automated response platform that does not accept voice commands. Theaddress book entry also includes at least one stored voice commandrelated to a navigation command of the automated response platform andone stored associated assigned keystroke for the command. A voiceresponse signal digital signal processor receives a voice input from auser corresponding to the stored voice command. A telephonic signalgenerator is included, such that when the user utters the voice inputcorresponding to the stored voice command, the system recalls the storedassociated assigned keystroke and delivers a signal corresponding to thekeystroke as a telephonic signal to the automated response platform.

BRIEF DESCRIPTION OF THE DRAWINGS

The subject matter regarded as the invention is particularly pointed outand distinctly claimed in the concluding portion of the specification.The invention, however, both as to organization and method of operation,together with features, objects, and advantages thereof may best beunderstood by reference to the following detailed description when readwith the accompanying drawings in which:

FIG. 1 illustrates a voice activated signaling system, in accordancewith one embodiment of the present invention;

FIG. 2 illustrates a communication device employing the system of FIG.1, in accordance with one embodiment of the present invention;

FIG. 3 is a sample address book entry, in accordance with one embodimentof the present invention;

FIG. 4 is a sample address book entry, in accordance with anotherembodiment of the present invention;

FIG. 5 is a sample address book entry, in accordance with anotherembodiment of the present invention; and

FIG. 6 is a flow chart for generating an address book entry from FIGS.3-5 using the system of FIG. 1, in accordance with one embodiment of thepresent invention;

FIG. 7 is a flow chart for contacting an address book entry from any oneof FIGS. 3-5, in accordance with one embodiment of the presentinvention.

DETAILED DESCRIPTION

In one embodiment of the present invention as illustrated in FIG. 1, avoice activated signaling system 10 is shown having a button/toneinterface module 12, a voice interface module 14, a voice responsedigital signal processor module 16, a processor module 18, a storagemodule 20 and a telephonic signal (DTMF) generator module 22. Inaccordance with one embodiment of the invention, system 10 could beemployed on a typical cell phone that contains these modules asdescribed in more detail below.

Button/tone interface module 12 is a typical interface used on mosttelephonic and other electronic devices capable of receiving physicalinput such as key presses and translating them electronic signals forprocessor 18.

Voice interface module 14 is typically a means for converting voiceinput collected by a microphone and converting it to an electronicsignal to be processed by either voice response digital signal processormodule 16 or processor module 18.

Voice response digital signal processor module 16 is typically anycommercially available or custom digital signal processor suitable for avoice recognition application. In the present invention, voice responsemodule 16 is utilized to receive input from voice interface 14 andrecognize the speech of the user and covert it to the proper code sothat processor 18 can interpret future verbal input from the user,compare the codes, and generate the appropriate in-call DTMF signals inresponse as discussed in more detail below.

Processor module 18 is configured to first allow a user to generateaddress book entries, and subsequently to access those entries andaccordingly convert voice commands issued by the user into in-callnon-voice (DTMF) signals to be transmitted to an automated responseplatform. The process for generating the address book entries andsubsequently accessing those entries and utilizing them to issue voicecommands that are converted to in-call non-voice (DTMF) signals isdiscussed in detail below.

Storage module 20 is a typical electronic storage module configured tostore the address book entries generated by the user and also to allowprocessor 18 to retrieve those entries as needed. Although storagemodule 20 is located within system 10 it is understood that this isintended to covey function and not location. Storage module 20 may be aseparate storage for system 10, or alternatively, it may simply be aportion of existing storage on the device that system 10 is beingimplemented.

DTMF signal generator module 22 is configured to be used by system 10 togenerate outgoing in-call DTMF tones to be sent over the voice line.These in-call signals are used to navigate automated response platformmenus. It should be noted that other non-verbal in call-commands can besupported by system apart from DTMF. However, DTMF tones are used forexemplary purposes based on their common use in many automated responseplatforms.

It is understood that the above modules are exemplary modules for use insystem 10, but in now way limit the scope of the present invention. Forexample, certain functions described herein may be combined to beimplemented on a single module, or may be have the functions subdividedonto additional modules.

Furthermore, system 10 of the present invention may take the form of anentirely hardware embodiment, an entirely software (firmware, residentsoftware, micro-code, etc. . . . ) embodiment, or an embodimentcontaining both software and hardware aspects. The present invention maytake the form of a computer program product on a computer-usable orcomputer-readable storage medium having computer-usable orcomputer-readable program code embodied in the medium for use by or inconnection with an instruction execution system.

In one embodiment of the present invention as illustrated in FIG. 2, amobile device 30 is shown having a display 32, a keypad 34, a microphone36 and a speaker 38. Display 32 is a typical mobile device display thatis used to allow the user to view the various address book entries.Keypad 34 is a standard keypad used on mobile devices for enteringalphanumerical characters. Microphone 36 and speaker 38 are likewisetypical input/output devices for receiving and transmitting verbal/soundcommunications from the device 30 to the user.

For the purposes of illustration, system 10 is described as beingemployed within mobile device 30. However, this is in no way intended tolimit the scope of the present invention. For example, system 10 may beemployed on an IP (VoIP) phone, landline phone, computer telephonyequipment or any other telephony communication device that can supportthe processing required to implement the invention.

According to an exemplary embodiment of the present invention, FIG. 3illustrates a typical address book entry 100. Address book entrypreferably maintains a location name field 102, a location number field104, a first voice command field 106, a first assigned keystroke field108, an n voice command field 110 and an n assigned keystroke field 112.

Location name field 102 refers to the name of the entry, which typicallyidentifies the desired telephonic destination/location having anautomated response platform. Typical locations in this field may read“Bank 1,” “Home Voice Mail, “Mobile Voice Mail,” etc. . . . . Locationnumber field 104 is simply the telephone number for reaching thelocation identified in location name field 102.

First voice command field 106 refers to a menu navigation command thatis employed by the automated response platform at the locationidentified in field 102. For example, if the location is a voice mailsystem, then first voice command field 106 would include any one of thetypical menu navigation commands from the automated response platformsuch as “SAVE,” “REPEAT MESSAGES,” “SKIP TO NEXT MESSAGE,” etc. . . . .The creation and storage of the digital codes stored in first voicecommand field 106 are discussed in more detail below.

First assigned keystroke field 108, is the corresponding DTMF tonenumber that is associated with the command stored in field 106. Forexample, if field 106 includes the command “SAVE” then field 108,assuming that the DTMF tone used in the voice mail automated responseplatform is “#6,” simply contains the instructions for DTMF tone #6.

n voice command field 110 and n assigned keystroke field 112 are similarto fields 106 and 108 only they are for a next voice commands andassociated assigned keystrokes. There are any number of fields 110 and112 depending on the number of voice commands necessary to navigate themenu of the automated response platform at the location in field 102.Thus for each command included in the navigation menu of the location inlocation field 102 there is a corresponding n voice command field 110,as well as an associated n assigned keystroke field 112.

In the present example illustrated in FIG. 3, address book entry 100 hasa location field 102 reading “Voice Mail Office” and associated locationnumber field 104 of “9195551111p(pause)##123456”. First voice commandfield 106 reads “SAVE” and associated assigned keystroke field 108 is“7.” n(1)voice command field 110 reads “DELETE” and n(1) assignedkeystroke field 112 is “3.” n(2)voice command field 110 reads “REPLY”and n(2) assigned keystroke field 112 is “1.” n(3)voice command field110 reads “REPEAT” and n(3) assigned keystroke field 112 is “2.”n(4)voice command field 110 reads “NEXT” and n(4) assigned keystrokefield 112 is “5.” Finally, n(5)voice command field 110 reads “HELP” andn(5) assigned keystroke field 112 is “0.”

It is noted that although the entries for voice command fields 106 and110 are discussed in terms of the spoken word used to designate thecommand it is understood that they are actually stored and processed asa code in database 20 and the other modules of system 10. The operationof entering the voice commands is discussed in more detail below withrespect to FIG. 6.

In another exemplary embodiment of the present invention as illustratedin FIG. 4 a second address book entry 200 has a location field 202reading “Voice Mail Mobile” and associated location number field 204 is“9195551234p(pause)##7654321”. First voice command field 206 reads“SAVE” and associated assigned keystroke field 208 is “3.” n(1)voicecommand field 210 reads “DELETE” and n(1) assigned keystroke field 212is “2.” n(2)voice command field 210 reads “REPEAT” and n(2) assignedkeystroke field 212 is “6.” n(3)voice command field 210 reads “NEXT” andn(3) assigned keystroke field 212 is “7.” Finally, n(4)voice commandfield 210 reads “HELP” and n(4) assigned keystroke field 212 is “0.”

In another exemplary embodiment of the present invention as illustratedin FIG. 5 a second address book entry 300 has a location field 302reading “My Bank” and associated location number field 204 is“9195552222p(pause).” First voice command field 106 reads “BALANCE” andassociated assigned keystroke field 308 is “11.” n(1)voice command field310 reads “ATM DEBITS” and n(1) assigned keystroke field 312 is “222.”n(2)voice command field 310 reads “BACK” and n(2) assigned keystrokefield 312 is “h.” n(3)voice command field 310 reads “OPERATOR” and n(3)assigned keystroke field 312 is “0.”

The above examples from FIGS. 3-5 are intended as only a few examples ofpossible address book entries 100. Any similar entries containingsimilar voice commands and associated DTMF signals for navigatingautomated response platforms are within the contemplation of the presentinvention.

Turning now to the operation of generating address book entry 100 (or200 and 300 etc. . . . ) at a first step 400 illustrated in flow chartFIG. 6, a user initiates and operation to open a new address book entry100, and, at step 402, processor 18 sends a prompt on display 32 ofmobile device 30 to enter a name and contact number.

At step 404, the user enters the name of the desired location having theautomated platform to be accessed and stores the name in location namefield 102. At step 406, the user adds the contact number to locationnumber field 104. It is noted that, as in the examples, the key sequencefor location number field 104 need not be limited to the destinationsphone number as it may be desirable to include a login, password,personal identification number (PIN), or other type of code as part ofthis sequence. This allows a user to automatically login, for example,to an automated response system when communication is first established.Both the name of the location and the contact number for fields 102 and104 can be entered verbally or alternatively by typing on keypad 34.

After the initial information is entered, the user is prompted byprocessor 18 to add a first voice command to first voice command field106. Thus, taking the first example from FIG. 3, at step 408 the userspeaks “SAVE” into microphone 36 of mobile device 30 which is sent byvoice interface 14 to VR signal processor 16 for parsing. At step 410,VR signal processor 16 interprets the voice and creates a voice commandcode that is associated with the user's voice pattern when they speakthe word “SAVE.” This voice command code is a digital signature for theword(s) spoken by the user. The voice command code (digital signaturefor this spoken command) is stored in a first voice command field 106.As noted above, the discussion of voice command field 106 labels theentries by their actual spoken name, but it understood that such entriesare stored as code understood by the various digital modules of system10.

Once first voice command field 106 is stored, processor 18 prompts theuser to enter an associated DTMF tone using keypad 34 of mobile device30. Taking the example from FIG. 3, the associated DTMF signal for“SAVE” is “3.” So, at step 412, the user simply presses the “3” key andat step 414, this DTMF signal is stored in first assigned keystrokefield 108.

The key sequence from first assigned keystroke field 108 is associatedwith both a voice command in first voice command field 106 and thesingle telephonic destination as stored in location fields 102/104. Thisallows a user to use the same spoken command to perform a particularoperation, such as “SAVE” at more than one automated response platformlocation without interference with using the same voice command inregards to a different address book entry such as address book entry 200or 300 even if the keystrokes differ from location to location.

Thus, when a user makes a call to their voice mail at work (FIG. 3),only those voice commands associated with the “Voice Mail Office”address book entry 100 are valid, even though the user's two voice mailsystems (FIGS. 3 and 4) share common voice commands (i.e., the SAVE,DELETE, REPEAT, NEXT, and HELP voice commands).

For each additional automated response platform navigation command, theuser repeats steps 408-414 to fill as many n voice command fields 110and n assigned keystroke fields 112 as necessary. When complete, at step416, the user can press a done or save command, completing address bookentry 100.

For the purposes of illustration it is assumed that the user knows thelist of navigation commands used by the automated response platform atthe location in field 102 as well as the associated DTMF tones. However,it is contemplated that system 10 may automatically download orotherwise electronically obtain the list of available navigationcommands to simplify the above process, limiting the user's necessaryinput only to providing the required voice commands from steps 408 and410 only. Furthermore, it is noted that each step may optionally includea confirmation affirmation sub-step to confirm that the input wasaccurate.

For example, a user may contact a directory assistance system 90 thathas access to the navigational commands and associated DTMF tones forbank XYZ. A user could contact directory assistance system 90 and importthe commands and associated DTM tones for fields 106, 108, 110 and 112directly to processor 18 to be stored in address book 100. Processor 18could simply prompt the user then to speak the commands one at a time asin step 408 above until all commands are finished.

The above described steps for generating address book entry 100 areintended only as exemplary steps. However, it is understood that anysimilar arrangement and process for generating an address book entry forconverting voice commands into in-call non-verbal DTMF signals is withinthe contemplation of the present invention.

Turning now to a call placed to address book entry 100, at first step500, shown in flow chart FIG. 7, the user initiates a call to a desiredlocation such as “Voice Mail Work” by either speaking the words “VoiceMail Work” or scrolling through on screen 32 of mobile device 30. Atstep 502, processor 18 recalls address book entry 100 from storagemodule 20.

Once connected, at step 504, the user is prompted as ordinary with anautomated response platform navigation menu. Next, at step 506, ratherthan pressing keypad 34 instead, the user simply speaks a desiredcommand into microphone 36. At step 508 VR signal processor 16 convertsthe spoken command into recognizable digital sequence or code anddelivers it to processor 18. At step 510, processor 18, after receivingthe VR processed signal/code consults the various voice command fields106 and 110 in entry 100 for a match.

At step 512, when a match is found, processor obtains the correspondingDTMF tone from the associated DTMF field 108 or 112. At step 514,processor 18 commands DTMF signal generator to send an in-call DTMF toneto the automated response platform at the location which in turn acceptsthe navigation command and continues through the response.

Thus, by way of the present invention, a user may navigate an automatedresponse platform at a desired telephonic location by voice command,even if the location does not support voice recognition navigation.

Although the present invention has been described in relation toparticular embodiments thereof, many other variations and modificationsand other uses will become apparent to those skilled in the art. It ispreferred, therefore, that the present invention be limited not by thespecific disclosure herein, but only by the appended claims.

1. A system for facilitating communications with an automated response systems, said system comprising: a database for storing address book entries, said address book entries each related to a different entity and including a location name and contact number for said entities, said entities each employing an automated response platform that accept non-voice navigation commands, said database configured to electronically receive one more sets of available navigation commands for said entities for navigating each of said automated response platform to be stored in connection with address book entries for each of said entities; a voice interface for receiving user voice commands associated with one or more of said electronically received available navigation commands, wherein at least one user provided voice command is provided by a user via a mobile device and related to an assigned keystroke navigation command of said automated response platform of said entities; said system implemented during a mobile communication between a user and one of said entities, where when said communication is directed through said system to one of said entities, a corresponding address book entry is retrieved for the entity from said database; a voice response signal digital signal processor configured to receive a voice input from a user corresponding to at least one of said stored voice commands, related to a navigation command of said automated response platform, stored in said retrieved entry; and a telephonic signal generator, configured to receive voice input from said voice response signal digital signal processor, such that when said user utters said voice input corresponding to said stored voice command related to a navigation command, said system dictates a keystroke signal for delivery to said entity for navigating said automated response platform of said entity.
 2. The system as claimed in claim 1, wherein said entities employing automated response platforms are selected from the group comprising voice mail systems, email systems and financial institutions.
 3. The system as claimed in claim 1, wherein said contact number includes both the telephone number of the location as well as a password for a user account. 